Considered Service-specific journals were Journal of Service Research, Journal of Service Management, Journal of Services Marketing, Journal of Service Theory and Practice, Service Industries Journal, Cornell Hospitality Quarterly, and Service Science.
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Li, L. P., B. Juric and R. J. Brodie (2018): Actor engagement valence, Journal of Service Management, 29(3), pp.491-516
Purpose Valence is one of the key dimensions underlying actor engagement, yet there is limited research to provide a comprehensive understanding of the concept. The purpose of this paper is to conceptualise engagement valence in actor networks and develop an agenda for future research.Design/methodology/approach The exploration of the psychological foundations of the concept of valence and a systematic literature review from a multiple database search contribute to four sets of propositions defining the domain of the concept of actor engagement valence.Findings The propositions posit that valence resides in the engaging actor’s past, current and future psychological dispositions, which can shift between positive, negative and ambivalence. Actor engagement valence is triggered by the engagement objects and value propositions of other actors in the network. The antecedents of actor engagement valence comprise individual factors such as cognitive evaluations and hedonic feelings, as well as network-related factors such as social norms and shared beliefs, and the network structure. The net balance of actor engagement valence determines the actor’s engagement behaviours, and this relationship is moderated by individual and network factors.Originality/value This is the first study to conceptualise actor engagement valence, which contributes to the refinement of the actor engagement concept. This research defines the conceptual domain, deepens the understanding and provides an agenda for future research into the valence of engagement among actors in networks. The study recognises the institutional influences on actor engagement valence, and contributes to an understanding of the nature of actors’ psychological dispositions and how their valence determines the actors’ behavioural engagement manifestations.
Link: http://dx.doi.org/10.1108/JOSM-08-2016-0235 [Google]
Azer, J. and M. J. Alexander (2018): Conceptualizing negatively valenced influencing behavior: forms and triggers, Journal of Service Management, 29(3), pp.468-490
Purpose The purpose of this paper is to show how customers engage in negatively valenced influencing behavior (NVIB) and what triggers customers to use different forms of NVIB in an online context.Design/methodology/approach A qualitative study is conducted using an unobtrusive netnography. Data collected comprise of 954 negatively valenced online reviews posted on TripAdvisor to hotels, restaurants, and “things to do” in 12 different destinations worldwide.Findings Drawing on the recent literature relating to customer engagement behavior (CEB), this paper identifies and conceptualizes the relationship between five cognitive (service failure, overpricing, deception) and emotional (disappointment and insecurity) triggers of six forms of direct (dissuading, warning, and endorsing competitors) and indirect (discrediting, expressing regret, and deriding) NVIB.Research limitations/implications The unobtrusive netnography has inherent limitations that lend itself to inductive rich insights rather than generalization. The study only focuses on NVIB within a specific online context, namely, TripAdvisor.Practical implications This paper provides managers with knowledge of the specific triggers of NVIB. Additionally, the paper conceptualizes the various forms of NVIB, how customers use them, and what triggers them to use each form. Moreover, the paper offers relevant data-inferred recommendations to service managers on how to manage each form of NVIB.Originality/value This research is the first to identify the forms and triggers of NVIB, classify direct and indirect forms, and conceptualize the relationships between forms and triggers.
Link: http://dx.doi.org/10.1108/JOSM-12-2016-0326 [Google]
Fehrer, J. A., H. Woratschek, C. C. Germelmann and R. J. Brodie (2018): Dynamics and drivers of customer engagement: within the dyad and beyond, Journal of Service Management, 29(3), pp.443-467
Purpose The purpose of this paper is to extend existing engagement research in two directions: first, it operationalizes the dynamic nature of the engagement process within a customer-brand dyad and, second, it tests the interrelationships with other network actors in a triadic network setting.Design/methodology/approach A 2×2 experimental design models the iterative nature of the engagement process based on repeated measures at three points in time, considering the contextual effects of connections with other customers and crowding-in effects based on monetary incentives.Findings This research demonstrates that in a utilitarian service setting, customer engagement does not emerge per se in the dyadic interaction between the customer and the brand. For high levels of engagement behavior to occur, incentives and ties to other network actors are essential. Further, the findings suggest a non-linear relationship between engagement behavior and its antecedents and consequences: engagement behavior must overcome a certain intensity threshold to unfold its effect.Research limitations/implications Further research is needed to explore the dynamic nature of the engagement process in experiential and interactive service settings, and more complex network settings that may involve more actors and more complex relationships.Practical implications By facilitating connections between customers and compensating for low intrinsic interest, managers can facilitate actual engagement behavior even in utilitarian service contexts. Once engagement behavior has been triggered, an increased engagement disposition, higher satisfaction, higher involvement and higher loyalty follow.Originality/value This study empirically tests the dynamic nature of the engagement process within and beyond the dyad, and has revealed a non-linear pattern of customer engagement behavior within its nomological network.
Link: http://dx.doi.org/10.1108/JOSM-08-2016-0236 [Google]
Viswanathan, V., E. C. Malthouse, E. Maslowska, S. Hoornaert and D. Van den Poel (2018): Dynamics between social media engagement, firm-generated content, and live and time-shifted TV viewing, Journal of Service Management, 29(3), pp.378-398
Purpose The purpose of this paper is to study consumer engagement as a dynamic, iterative process in the context of TV shows. A theoretical framework involving the central constructs of brand actions, customer engagement behaviors (CEBs), and consumption is proposed. Brand actions of TV shows include advertising and firm-generated content (FGC) on social media. CEBs include volume, sentiment, and richness of user-generated content (UGC) on social media. Consumption comprises live and time-shifted TV viewing.Design/methodology/approach The authors study 31 new TV shows introduced in 2015. Consistent with the ecosystem framework, a simultaneous system of equations approach is adopted to analyze data from a US Cable TV provider, Kantar Media, and Twitter.Findings The findings show that advertising efforts initiated by the TV show have a positive effect on time-shifted viewing, but a negative effect on live viewing; tweets posted by the TV show (FGC) have a negative effect on time-shifted viewing, but no effect on live viewing; and negative sentiment from tweets posted by viewers (UGC) reduces time-shifted viewing, but increases live viewing.Originality/value Content creators and TV networks are faced with the daunting challenge of retaining their audiences in a media-fragmented world. Whereas most studies on engagement have focused on static firm-customer relationships, this study examines engagement from a dynamic, multi-agent perspective by studying interrelationships among brand actions, CEBs, and consumption over time. Accordingly, this study can help brands to quantify the effectiveness of their engagement efforts in terms of encouraging CEBs and eliciting specific TV consumption behaviors.
Link: http://dx.doi.org/10.1108/JOSM-09-2016-0241 [Google]
Sim, M., J. Conduit and C. Plewa (2018): Engagement within a service system: a fuzzy set analysis in a higher education setting, Journal of Service Management, 29(3), pp.422-442
Purpose Despite recognition that organizations operate in interrelated service systems, extant literature has focused strongly on dyadic engagement relationships (e.g. customer-to-brand). Taking into account the multiple engagement foci that exist within a service system, the purpose of this paper is to examine the interdependence among engagement with these multiple foci in a higher education setting. Specifically, the research investigates different configurations of engagement dimensions with the service provider and brand as they pertain to engagement with the study context.Design/methodology/approach A total of 251 students were surveyed in regards to their engagement with a service provider (lecturer), brand (university) and study context. Data analysis utilized Fuzzy set qualitative comparative analysis to identify the unique combinations of causal condition consistent with high student engagement with the study context.Findings Five solutions were identified, each with a different constellation of engagement dimensions. Most solutions entailed engagement with both the service provider and the brand, and cognitive processing (service provider) emerged as a core condition for every solution. This suggests service providers should seek to engage with consumers, particularly from a cognitive perspective, understanding this will support engagement with the context of study.Originality/value This research provides evidence that students can engage with their study context through different configurations of engagement with the service provider and the brand. Thus, it demonstrates the need to examine constellations of engagement dimensions related to multiple focal objects to understand their interdependencies and potential influence on engagement at a higher level of aggregation in a complex service environment.
Link: http://dx.doi.org/10.1108/JOSM-08-2016-0232 [Google]
Keeling, D. I., A. Laing and K. De Ruyter (2018): Evolving roles and structures of triadic engagement in healthcare, Journal of Service Management, 29(3), pp.352-377
Purpose The purpose of this paper is to focus on the changing nature of healthcare service encounters by studying the phenomenon of triadic engagement incorporating interactions between patients, local and virtual networks and healthcare professionals.Design/methodology/approach An 18-month longitudinal ethnographic study documents interactions in naturally occurring healthcare consultations. Professionals (n=13) and patients (n=24) within primary and secondary care units were recruited. Analysis of observations, field notes and interviews provides an integrated picture of triadic engagement.Findings Triadic engagement is conceptualised against a two-level framework. First, the structure of triadic consultations is identified in terms of the human voice, virtual voice and networked voice. These are related to: companions’ contributions to discussions and the virtual network impact. Second, evolving roles are mapped to three phases of transformation: enhancement; empowerment; emancipation. Triadic engagement varied across conditions.Research limitations/implications These changing roles and structures evidence an increasing emphasis on the responsible consumer and patients/companions to utilise information/support in making health-related decisions. The nature and role of third voices requires clear delineation.Practical implications Structures of consultations should be rethought around the diversity of patient/companion behaviours and expectations as patients undertake self-service activities. Implications for policy and practice are: the parallel set of local/virtual informational and service activities; a network orientation to healthcare; tailoring of support resources/guides for professionals and third parties to inform support practices.Originality/value Contributions are made to understanding triadic engagement and forwarding the agenda on patient-centred care. Longitudinal illumination of consultations is offered through an exceptional level of access to observe consultations.
Link: http://dx.doi.org/10.1108/JOSM-09-2016-0249 [Google]
Jonas, J. M., J. Boha, D. Sörhammar and K. M. Moeslein (2018): Stakeholder engagement in intra- and inter-organizational innovation, Journal of Service Management, 29(3), pp.399-421
Purpose To further extend the understanding of multidimensional engagement of stakeholders embedded in service systems, the purpose of this paper is to explore the antecedents that constitute stakeholder engagement in inter-organizational service ecosystems where stakeholders co-create innovations over time.Design/methodology/approach An explorative, longitudinal case study design is employed to analyze stakeholders’ engagement in co-innovation in an inter-organizational service system in an engineering context.Findings The study identifies eight antecedents for stakeholder engagement in innovation in the context of a B2B environment. Building on related engagement research, the empirical data show how stakeholder engagement is influenced at both individual and organizational levels by the antecedents friendship, common experiences, self-representation, trust, a common goal, resource dependency, level in the hierarchy, institutional arrangements, and local proximity.Originality/value The paper extends current understanding of engagement and illuminates stakeholder engagement on a micro level, addressing four key issues for stakeholder engagement in a service ecosystem. How can stakeholder engagement be maintained over time? Does stakeholder engagement at specific hierarchical levels enhance or hinder inter-organizational co-innovation? Is strong engagement necessary for innovation activities? Are the different engagement antecedents linked?
Link: http://dx.doi.org/10.1108/JOSM-09-2016-0239 [Google]
Alexander, M. J., E. Jaakkola and L. D. Hollebeek (2018): Zooming out: actor engagement beyond the dyadic, Journal of Service Management, 29(3), pp.333-351
Purpose The purpose of this paper is to broaden extant understanding of actor engagement behavior beyond its currently dominant dyadic (micro-level) focus, by examining it from multiple levels of aggregation within a service ecosystem framework.Design/methodology/approach This conceptual paper draws on service-dominant logic and structuration theory as theoretical lenses to inform engagement research.Findings By means of a stepwise exercise of “zooming out,” the paper introduces a multi-perspective (micro-, meso-, macro- and meta-level) view of actor engagement that develops understanding of multiple engagement contexts, and suggests that balancing multiple roles may result in actor disengagement behavior. The role of reference groups and role conflict associated with balancing multiple roles is critical to understanding why engaged actor proclivities may wax and wane between contexts.Research limitations/implications The paper offers a set of five propositions that can be utilized by engagement scholars undertaking further research in this area.Practical implications Firms need to understand the values and norms embedded in diverse engagement contexts which can affect actor groups’ needs and motivations. Firms should develop appropriate organizational mechanisms to facilitate (rather than impede or obstruct) the desired behaviors of engaged actors.Originality/value The broader context within which engaged actors operate, and its effects on engagement, has been largely overlooked to date. By broadening the analytical perspective on engagement beyond the dyadic this paper reveals previously unaddressed aspects of this phenomenon, such as the role of disengagement behavior, and the effects of multiple engagement contexts on actors’ future behaviors.
Link: http://dx.doi.org/10.1108/JOSM-08-2016-0237 [Google]
Yildirim, C., B. Sevil Oflaç and O. Yurt (2018): The doer effect of failure and recovery in multi-agent cases: service supply chain perspective, Journal of Service Theory and Practice, 28(3), pp.274-297
Purpose The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC). It specifically focuses on internal and external failure and recovery. Design/methodology/approach The study employs a 2?2?3 between-subjects experimental design with 12 diverse scenarios. It aims to examine the main effects of GPE and the interaction effects of SF and recovery on overall customer satisfaction and repurchase intentions. Findings The main findings show that consumers do not show favorable behavioral outcomes when they have GPE with an affiliated party. Results of the experiments demonstrate that for hotels, there is no interaction effect between failure and recovery regarding overall customer satisfaction and repurchase intentions; however, for travel agencies, an interaction effect has been found. This indicates that an internal failure (by travel agency) should be recovered internally to increase the behavioral outcomes for travel agency. However, if there is an external failure (by hotel) then the essential thing is providing a recovery. Originality/value Although the service literature covers failure and recovery in diverse contexts, these concepts are rarely studied from a multi-agent perspective in the service supply chain literature. In such a chain, a failure by a different party may remain unresolved, and this may create a positive effect on another party, if they provide recovery for the failure. This means that the doer of the failure and/or recovery (the party responsible from the failure and/or recovery) may have an impact on behavioral outcomes. However, previous literature has neglected to focus on the important issue of which entity/party performs the failure and/or recovery, and the effect on behavioral outcomes. By focusing on a principal-agent relationship in a TSSC, the study aims to address this research gap.
Link: http://dx.doi.org/10.1108/JSTP-05-2016-0094 [Google]
Chen, C.-Y. (2018): How customer participation influences service failure attribution: The moderating effect of self-efficacy, Journal of Service Theory and Practice, 28(3), pp.298-314
Purpose Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into its theoretical framework. Design/methodology/approach Two 2 (customer participation: high vs low) by 2 (self-efficacy: high vs low) experimental designs were employed under scenarios relating to education and haircut services. Findings The results show that customers with high self-efficacy attribute more responsibility to the firms for a service failure as their participation in service increases. In contrast, customers with low self-efficacy are less likely to blame firms for service failures in the high-participation condition than in the low-participation condition. Practical implications This study suggests that understanding customers? self-efficacy could help firms improve recovery performance according to customers? individual differences if service failure occurs. Originality/value The findings help resolve conflicting results reported in the literature and show that the impact of customer participation on service failure attribution differs according to customers? self-efficacy. Therefore, this study provides a theoretical contribution by enhancing the knowledge of how customer participation influences causal attribution and satisfaction after a service failure.
Link: http://dx.doi.org/10.1108/JSTP-12-2016-0224 [Google]
Echeverri, P. and M. Åkesson (2018): Professional identity in service work: why front-line employees do what they do, Journal of Service Theory and Practice, 28(3), pp.315-335
Purpose The purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service workers do as they do while co-creating service. Design/methodology/approach This study takes a multi-perspective on professional identity, i.e. using both an employee and a customer perspective, arguing that the phenomenon mainly consists of what these interactants jointly do during the service interaction and of the meanings that are attributed to it. The authors draw on a detailed empirical study of professionals working at a customer centre. Methodologically, the study is based on practice theory, which helps us to illuminate and analyse both the micro practices and the meaning attributed to the professional identity of service workers. Findings The key elements of professional identity in service work are outlined within a framework that describes and explains three different facets of the service workers? professional identity, i.e. as a core (i.e. individual resources, cognitive understanding, interaction), as conditions (i.e. service prerequisites), and as contour (i.e. demeanour and functions). Research limitations/implications The findings are based on an empirical data set from a public transport customer centre. As the results are limited to one context, they do not provide statistical generalizability. Although limited to one service industry, the findings may still be of high relevance to a wide range of service organisations. Practical implications The study shows the significance of managers not just talking about the importance of being service-minded; more exactly, a wide range of service prerequisites, beyond cognitive understanding, needs to be in place. It is crucial that service workers are given the time to develop their contextual knowledge of their customers, and of other parts of the service organisation. Originality/value This study offers original empirical contributions concerning the key elements of professional identity. An alternative conceptualization of professional identity is provided, through which the paper adds to service research, explaining more specifically what kinds of knowledge and skills are in use during the co-creation of services.
Link: http://dx.doi.org/10.1108/JSTP-11-2016-0212 [Google]
Cambra-Fierro, J., I. Melero-Polo and F. J. Sese (2018): Customer value co-creation over the relationship life cycle, Journal of Service Theory and Practice, 28(3), pp.336-355
Purpose Drawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and customer value co-creation. As customer-firm relationships pass through different stages (exploration, buildup, maturity, and decline) characterized by distinct customer behaviors, this study proposes a dynamic conceptual framework. Design/methodology/approach A questionnaire was administered in financial services firms. The final valid sample comprised 2,000 individuals. Subjective customer information from the questionnaire was combined with objective data that the financial entity provided. Findings The results demonstrate that the relationship life cycle plays a key moderating role, revealing that, in the buildup and maturity stages, the influence of relationship quality on customer value co-creation is stronger than in the decline stage. However, for customers in the exploration stage, relationship quality does not lead to customer value co-creation behaviors. Practical implications As customer relationship stages are constantly evolving, this study provides companies with additional interesting tools to personalize business strategies and to adapt marketing investments to the specific situation of customers. Originality/value To the authors? knowledge, this is the first study to consider how the relationship life cycle influences the strength with which relationship quality promotes customer value co-creation.
Link: http://dx.doi.org/10.1108/JSTP-01-2017-0009 [Google]
Barravecchia, F., F. Franceschini and L. Mastrogiacomo (2018): A service network perspective to evaluate service matching in early design, Journal of Service Theory and Practice, 28(3), pp.356-383
Purpose Service matching is defined in this paper as the process of combining a new service with one or more existing services. A recurring problem for service designer is to match new services with existing ones. This process may be seen as the fundamental action for the development of a service network. The purpose of this paper is to evaluate the consequences that may follow from service matching. Design/methodology/approach Through an analogy with living organisms in natural ecosystems, the service relationship deployment (SRD) allows the investigation of the possible relationships between matched services. Findings This paper presents a new method, named SRD, developed to support the process of service matching in the early design phases of a new service. The description of the method is supported by some practical examples. Originality/value The focus of the scientific community on the problem of matching new services with existing ones, is very limited. This paper proposes a new methodology to address this issue.
Link: http://dx.doi.org/10.1108/JSTP-04-2017-0070 [Google]
Simmonds, H. and A. Gazley (2018): Service ecotones: the complex boundary zones of service (eco) systems, Journal of Service Theory and Practice, 28(3), pp.384-404
Purpose The purpose of this paper is to introduce ecotones to the service literature as a conceptual extension of the service ecosystem (SE) framework. Design/methodology/approach To synthesise the contribution, an illustrative empirical case study with research of nine organisations and their service systems is developed. Findings Boundaries connect systems with their environment. Ecotone, a concept from natural ecosystems, provides a useful concept representing the boundary zones between adjacent systems, supporting emergent phenomena. The authors find that a service ecotone emerges through the interactions occurring at the intersections of relational, technological and institutional boundaries of two unique SEs. The case demonstrates ecotone edge effects ? the unique landscape and diversity of actors and their roles ? which play a role in the co-evolution of the separate SEs. Practical implications The ecotone concept provides an understanding of SE boundaries, helping practitioners understand the complex environments they operate. Developing strategy in complex ecosystems requires a clear understanding of where the boundaries of dependence and interdependence lie. The ecotone concept helps practitioners to develop responsiveness and resilience to their environment and take advantage of resources that may be currently unrecognised. Originality/value The authors introduce the ecotone concept and integrate it with service theory. This paper develops service ecotones for understanding the relationship between different systems that influence their functioning and development. Thus, ecotones suggest new avenues for understanding the diversity and roles of actors, and how new structural properties, resources and practices come to be through the tensions and interactions created in these complex boundaries of SEs.
Link: http://dx.doi.org/10.1108/JSTP-08-2017-0136 [Google]
Martins, C. and L. Patrício (2018): Company social networks: customer communities or supplementary services?, Journal of Services Marketing, 32(4), pp.443-461
Purpose The purpose of this study is to contribute to a better understanding of the antecedents and consequences of loyalty to consumer networks hosted by companies in the scope of social networking sites (SNS). These company social networks (CSNs) have traditionally been studied as online brand communities but more research is needed to understand their role for host companies.Design/methodology/approach This study identifies CSN performance dimensions (host reputation, informativeness, communication self-expressiveness, rewarding activity and consumption support) and analyzes how they influence attitudes and behavioral intentions toward CSNs (identification with the community, satisfaction and loyalty) and toward the host company (satisfaction and loyalty). A conceptual model is tested through a survey administered to members of a large grocery retailer CSN on Facebook.Findings Results show that all six identified performance dimensions significantly impact CSN loyalty. However, while self-expressiveness, communication and rewarding activity (which are closely related to social and hedonic value) are predictors of loyalty to the CSN, through the mediation of identification with the community, they neither indirectly (through the mediation of identification) nor directly impact satisfaction with the host. Conversely, informativeness, communication and host reputation are good predictors of loyalty to the CSN, through mediation of satisfaction with the CSN, and also exert an indirect positive influence on satisfaction with the host. Finally, consumption support positively influences loyalty to the CSN through the mediation of identification with the community and directly positively influences satisfaction with the host company.Originality/value These results reveal the dichotomous nature of CSNs, as communities of people with shared interests and supplementary services created by companies to add value to their core offering. While perceptions regarding the community facet are independent from attitude toward the host, perceptions regarding supplementary service are significant predictors of satisfaction with the host. These results offer implications for future research and management of companies’ social media presence.
Link: http://dx.doi.org/10.1108/JSM-07-2016-0250 [Google]
Moliner, M. Á., D. Monferrer-Tirado and M. Estrada-Guillén (2018): Consequences of customer engagement and customer self-brand connection, Journal of Services Marketing, 32(4), pp.387-399
Purpose The purpose of this paper is to analyze the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance. The research focuses on the financial sector and studies a complex organization with a uniform strategy, but which attends the public in different centers (bank branches).Design/methodology/approach A theoretical model of effects is tested using dyadic methodology, with 225 dyads (bank branch manager – average of five customers). The authors use structural equation modeling (EQS6.1) to test the relationships.Findings The results corroborate the hypotheses, with the exception of the influence of customer self-brand connection on financial performance. These analyses show that in the banking sector, where the intensive use of new information and technologies has led to a reduction in direct physical contact with the customer, the off-line experience continues to have a notable economic impact. Furthermore, investment in the brand from an experiential approach determines customer advocacy.Originality/value The contribution of this paper is twofold. This research analyzes from a theoretical and empirical perspective the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance.
Link: http://dx.doi.org/10.1108/JSM-08-2016-0320 [Google]
Hoang, H. T., S. Rao Hill, V. N. Lu and S. Freeman (2018): Drivers of service climate: an emerging market perspective, Journal of Services Marketing, 32(4), pp.476-492
Purpose Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate.Design/methodology/approach Data are collected from a sample of 549 service employees in local and foreign-owned service firms in the emerging market of Vietnam. Structural equation modeling is used to test the hypothesized relationships.Findings Leadership commitment to service quality, internal processes and service standards, work facilitation resources and service-oriented human resource practices are positively associated with service climate. Internal customer service mediates the effects of these variables on service climate, with the exception of work facilitation resources. Furthermore, competitive intensity negatively moderates the impact of the internal drivers on service climate. The results also suggest that, depending on the ownership types (local vs foreign firms), the influences of the internal drivers of service climate might differ.Originality/value Despite the recognition of the role of organizational resources in fostering service climate, the integration and processes by which such resources influence service climate have not been fully examined. In particular, little is known about the external factors facilitating or hindering service climate, especially from an emerging market perspective. By examining both internal and external drivers of service climate under different ownership types, this paper enriches the existing knowledge on service climate and provides important implications for service firms operating in emerging markets.
Link: http://dx.doi.org/10.1108/JSM-06-2017-0208 [Google]
Luk, S. T. K., B. S. C. Liu and E. L. Y. Li (2018): Effect of multilevel trust on effort-in-use and service co-design behaviour, Journal of Services Marketing, 32(4), pp.505-519
Purpose This paper aims to draw on the trust-commitment theory and the framework of service-dominant marketing logic to investigate the potential effect of trust at both brand and service personnel level on consumers’ value co-creation behaviour.Design/methodology/approach The study adopts a consumer perspective to investigate and interpret consumers’ value co-creation behaviour. The measurement scales were developed based on literature review and findings from focus group study. Survey interviews were undertaken in the USA and Hong Kong so as to test the potential moderator effect of country.Findings Effort-in-use and service co-design behaviour are two aspects of value cocreation behaviour. The findings provide theoretical expansion of the theory on value cocreation in two ways and suggest to discriminate the effect of consumer trust on and role in value cocreation behaviour at brand and service employee levels. Besides, the relationships among “trust in employee”, “trust in brand”, effort in use behaviour, service co-design behaviour, and customers’ perceived value actually could be moderated by country factor.Research limitations/implications The study only focuses on the behavioural dimension of value cocreation behaviour but provides a number of suggestions on how to expand the domain of the measurement scale for value co-creation behaviour, cultural influences and customer perceived value and identifies several potential moderators such as reputation of the service brand and type of service for future research.Practical implications The findings provide important insights to service marketers on how to adopt appropriate service strategy, service operation, marketing communications and service training to facilitate consumers’ value co-creation behaviour.Originality/value The present study represents the first attempt to investigate the potential impact of consumer trust at different levels on customers’ value cocreation behaviour. It explains the connections between trust as an antecedent to value cocreation under different country contexts, thereby adding new knowledge in both domains.
Link: http://dx.doi.org/10.1108/JSM-08-2015-0261 [Google]
Roy, S. (2018): Effects of customer experience across service types, customer types and time, Journal of Services Marketing, 32(4), pp.400-413
Purpose This study aims to investigate the relevance of customer experience quality (EXQ) across three different aspects. It compares the effect of EXQ on customer attitudes for hedonic vs utilitarian services; regular vs new customers; and new customers if they revisit or become regular customers.Design/methodology/approach The study uses a survey design with structured questionnaires and established scales. Part of the data is collected using a longitudinal survey. Factor analysis and structural equation modeling are used as analytical techniques.Findings Major findings indicate a stronger effect of EXQ on consumer attitudes for a hedonic service. The effect of EXQ is found to be different on attitude variables for new and existing customers. A temporal change is observed for the new customers when they become regular.Research limitations/implications The findings emphasize on the differential effect of EXQ depending on the service type and customer type. The findings also support the temporal nature of customer experience.Practical implications The findings emphasize on the role of customer experience in retaining customers. The findings further imply that a service provider should consider the effect of experience both during and post-consumption for better service delivery and growth.Originality/value The novelty of the study lies in the comparison of the effects of experience across different service types. In addition, longitudinal exploration of changing effects of customer experience is tested for the first time as per the author’s knowledge.
Link: http://dx.doi.org/10.1108/JSM-11-2016-0406 [Google]
Muñoz Leiva, F., F. Liébana-Cabanillas and J. Hernández-Méndez (2018): Etourism advertising effectiveness: banner type and engagement as moderators, Journal of Services Marketing, 32(4), pp.462-475
Purpose This paper aims to analyze advertising effectiveness in terms of self-reported memory (recall) by measuring customers’ visual attention, including consumer engagement, with e-tourism 2.0 tools and the banner type used as moderating variables.Design/methodology/approach Data were collected through a within-subject, between-groups experimental design based on eye-tracking methodology, followed by a self-administered questionnaire. Participants were instructed to visit three e-tourism tools, namely, a hotel’s blog, a social network (i.e. Facebook) page and a virtual community (i.e. TripAdvisor) page.Findings This research uncovers the main determinants of consumers’ self-reported recall of banner ads. The study offers empirical insight regarding the positive impact of fixation counts and visit duration on consumer recall. The findings also reveal that the impact of these measurements on consumer recall is moderated by the level of animation of the advertisement, while the number of fixations is moderated by the level of consumer engagement. Overall, the results suggest the usefulness of eye-tracking methodology in assessing the advertising effectiveness of e-tourism tools.Research limitations/implications The practical implications identified in this research, along with its limitations and future research opportunities, are of interest both for further theoretical development and practical applications. Scholars are therefore encouraged to further test the research propositions, including in longitudinal or mobile/smartphone-based research.Originality/value The authors offer a pioneering attempt in the application of eye-tracking methodology to online, e-tourism-based service innovations and examine the possible impact of visual marketing stimuli and their effects on user social network-related behavior.
Link: http://dx.doi.org/10.1108/JSM-01-2017-0039 [Google]
Purani, K. and D. S. Kumar (2018): Exploring restorative potential of biophilic servicescapes, Journal of Services Marketing, 32(4), pp.414-429
Purpose The purpose of this study is to explore the relationship between the biophilic stimuli present in the servicescape and restorative effects on psychological states among consumers. The research also examines moderating role of service contexts in this relationship.Design/methodology/approach This empirical study applied a laboratory-like experimental design with one-shot treatment. About 566 usable responses were collected using six photographic images – three were biophilic environments and three were non-biophilic environments – for four a priori service contexts: hospital lobby, upscale restaurants, spa and bank lobby.Findings The tests of hypotheses confirm restorative effects of biophilic servicescapes on consumer’s psychological states, attention and mood, which, in turn, positively influence service preference. Further, the restorative effects of natural elements are found to vary across hedonic – utilitarian and experience – credence type service contexts.Originality/value Because of higher levels of natural stressors, consumers today likely have attention fatigue and depleted mood states, which, in turn, may have adverse effects on their service consumption behaviour. In this context, building upon theories from environmental psychology, findings of this study contribute by establishing restorative potential of biophilic servicescape. The study also establishes that natural elements in biophilic servicescapes influence service preference, which is mediated by consumers’ psychological states – attention and mood. Further, it demonstrates that consumers are more responsive with regards to such restorative effects of biophilic elements in contexts where they seek emotional, experiential value compared to rational, functional value.
Link: http://dx.doi.org/10.1108/JSM-03-2017-0101 [Google]
Yusuf, A. S., A. R. Che Hussin and A. H. Busalim (2018): Influence of e-WOM engagement on consumer purchase intention in social commerce, Journal of Services Marketing, 32(4), pp.493-504
Purpose As a business paradigm, social commerce (s-commerce) has brought about a new stage of innovation, and by extension, has transmuted the power from seller to buyer. S-commerce is a combination a commercial and social activities in which individuals may spread word of mouth (WOM) about their shopping experiences and knowledge and provide information about product and services to their to their friends. This kind of social interactions among individuals has increased the potentials of eWOM communication. Given such a backdrop, this paper aims to look into the influence of eWOM engagement on consumers’ purchase intention in s-commerce, which may complement the current effort of the research community in this area.Design/methodology/approach This study used elaboration likelihood model, theory of reasoned action and social support theory to investigate the influence of eWOM engagement on consumers’ purchase intention in s-commerce. The study used 218 respondents to evaluate the proposed model using SmartPLS.Findings The empirical results indicate that information characteristics, consumer behavior and technological factors exert a positive influence on consumer purchase intentions. All hypotheses between attitude toward eWOM, information credibility, innovativeness, website quality and eWOM engagement are significant. Also, eWOM engagement has a significant positive influence on consumer purchase intention. However, information quality and social support does not have any significant relationship with eWOM engagement.Research limitations/implications This study seeks to address the dearth of research in the field of s-commerce, especially as it relates to eWOM. The study proposes a new model and empirically validates the hypothesized relationships. This research can serve as a stepping stone for future research in this field.Practical implications This study is one of the early studies focusing on the influence of eWOM engagement, especially in s-commerce. The study offers comprehensive and empirically validated factors pertaining to eWOM engagement in s-commerce. The results of this study are also important to practitioners and online companies’ managers. The study’s model has demonstrated the contextualization of what makes customers engage in eWOM and its influence in s-commerce. The study will also offer insights for firms on how to encourage eWOM engagement among customers.Originality/value A new eWOM engagement model in s-commerce is proposed with consideration on information characteristics, consumer behavior, technological and social factors. The model is validated afterwards.
Link: http://dx.doi.org/10.1108/JSM-01-2017-0031 [Google]
Jara, M., D. Vyt, O. Mevel, T. Morvan and N. Morvan (2018): Measuring customers benefits of click and collect, Journal of Services Marketing, 32(4), pp.430-442
Purpose Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The aim of this study is to understand how customers develop their perceptions toward this new channel. In other words, what are the key factors explaining the long-term value creation for each “click and collect” system depending on consumers’ profiles?Design/methodology/approach On the basis of a quantitative survey of 479 respondents, this research uses confirmatory analyses based on the partial least square path modeling.Findings Based on the structural model, the study finds that the customers’ relations, website and pickup station are the most important factors creating value for customers whatever the internet grocery shopping model. The global conceptual model has been implemented under many variations to test the age effect and the kind of click and collect model. It is made evident that customers’ benefits vary regarding the kind of click and collect model and the age of customers.Research limitations/implications This research allows a better understanding of the performance of the click and collect system by looking at the key factors that maximize the customers’ value and those that decrease it. Results precisely show variations of those factors according to the customer’s profile and the click and collect model.Originality/value This quantitative paper studies customer behaviors toward their usual retailer and their relationship with them. To do so, segmented approaches of the causal model are retained to provide specific recommendations.
Link: http://dx.doi.org/10.1108/JSM-05-2017-0158 [Google]
Finch, D. J., G. Abeza, N. O’Reilly and C. Hillenbrand (2018): Organizational identification and independent sales contractor performance in professional services, Journal of Services Marketing, 32(4), pp.373-386
Purpose The purpose of this paper is to examine the drivers of independent sales contractor (ISC) performance. As independently contracted sales agents, the ISC model is a growing method of non-permanent employment utilized in many sectors. Specifically, this study seeks to fill a gap in the literature related to the under-researched link between ISCs and organizational identification.Design/methodology/approach This study conducts an exploratory, mixed-methods study based on data collected from 189 ISCs from a professional services firm.Findings Results demonstrate that outcomes related to sales performance, retention and advocacy are influenced directly and indirectly by organizational identification. It also shows that tangible benefits related to financial and marketing values are the strongest predictors of ISC organizational identification. Intangible dimensions such as value congruence, management trust and embeddedness play a limited role in the model.Research limitations/implications Results show that ISC sales performance is enhanced when an ISC views their identity and the identity of the firm as highly interdependent. These findings suggest that organizational identification can be a key performance indicator when evaluating the return on marketing investment for a firm.Practical implications This study provides some important guidance to managers responsible for ISCs. First, the study identifies the primary drivers of organizational identification. Specifically, the study demonstrates that financial and marketing benefits are the primary relational antecedents of organizational identification. Both value congruence and operational benefits play relatively minor roles. Similarly, the results show that both organizational identification and historic sales performance are critical predictors of sales performance.Originality/value Few researchers have examined the link between ISCs and organizational identification. Organizational identification is of particular importance in the study of ISCs, as they possess the dual identity of an independent agent and that of a sales representative of the firm they are under contract. This study contributes to existing literature by extending previous studies that examine antecedents of sales performance.
Link: http://dx.doi.org/10.1108/JSM-07-2016-0278 [Google]
Abubakar, A. M., H. A. Megeirhi and B. Shneikat (2018): Tolerance for workplace incivility, employee cynicism and job search behavior, Service Industries Journal, 38(43353), pp.629-643
Workplace incivility is a source of predominant stress in organizations, and a vital cause for job search behavior (JSB). Drawing upon conservation resource theory, this paper examines the relationship between tolerance for workplace incivility (TWI), JSB and cynicism among employed individuals. Utilizing data obtain from n = 331 hotel employees in Jordan, a structural equation modeling was applied. The data revealed that (1) TWI has a positive impact on JSB; (2) that cynicism has a positive impact on JSB and (3) and that cynicism does not moderate the relationship between TWI and JSB. Theoretical and practical implications are discussed.
Link: http://dx.doi.org/10.1080/02642069.2017.1420171 [Google]
Katircioglu, S., S. Katircioğlu and M. Altinay (2018): Interactions between tourism and financial sector development: evidence from Turkey, Service Industries Journal, 38(43353), pp.519-542
This article aims to examine the interactions between tourism growth and financial development in Turkey, which is a top tourist destination and has developed a well-functioning financial system over the last decade. The results confirm a long-term association between tourism development and financial development; foreign direct investments and foreign trade also impact this interaction. According to the results, tourism expansion in Turkey is mainly influenced by financial markets. The results also reveal that in Turkey, changes in tourism volume precede changes in financial volume. Thus, the major finding of this study is that tourism development and financial development in Turkey have a long-term and reinforcing interaction.
Link: http://dx.doi.org/10.1080/02642069.2017.1406479 [Google]
Choi, L. and S. L. Lotz (2018): Exploring antecedents of customer citizenship behaviors in services, Service Industries Journal, 38(43353), pp.607-628
Social exchange theory explains how a party in social interaction provides the other party with reciprocal rewards. Applying this concept to the customer context, this study empirically investigates determinants of customer citizenship behaviors (CCBs) in services. For the generalizability of the study across various service providers, the data were collected based on Bowen’s (1990) classifications of services. With a total of 665 usable customer responses, structural equation modeling was adapted to test the theoretical research model. This study reveals that customers’ perceived support and justice from the service provider positively influence affective commitment toward the organization, resulting in CCBs. The results show that customers’ perception of organizational support has the partial mediation effect between customers’ perception of organizational justice and their affective commitment. Furthermore, customers’ affective commitment partially mediates the relationship between customers’ perceived organizational justice and CCBs, but fully mediates the effect of customers’ perceived organizational support on CCBs.
Link: http://dx.doi.org/10.1080/02642069.2017.1414194 [Google]
Jaaron, A. A. M. and C. J. Backhouse (2018): Operationalisation of service innovation: a systems thinking approach, Service Industries Journal, 38(43353), pp.561-583
This paper initialises an effort to explore the impact of an innovative systems thinking approach for service operations design on creating innovation. A qualitative exploratory case study approach in two of the UK’s service sector departments was conducted, using face-to-face semi-structured interviews, focus groups, and extractions from both observations and documents. The results identify that operationalising service innovation is positively linked with applying the Vanguard Method for service operations design. Twelve micro-determinants for service innovation operationalisation have been identified that reside at three different levels in the service organisation, namely employees level (i.e. Micro), the functional level (i.e. Meso), and corporate level (i.e. Macro). The value of this paper is the introduction of a step-by-step guidance on how to build service operations design to operationalise service innovation, the paper also theorises service innovation with systems thinking methodology that emphasises holistic, multi-disciplinary, and integrative characteristics of the service system.
Link: http://dx.doi.org/10.1080/02642069.2017.1411480 [Google]
Baek, U., H. Olya and S. K. Lee (2018): Effects of individual resources and team-member exchange on service quality, Service Industries Journal, 38(43353), pp.584-606
While workplace resources are generally viewed as positively affecting performance, some studies indicate that not all resources increase performance. This study addresses the controversial disparate effects of workplace resources on performance by exploring functionally classified workplace resources in self-managing service teams and their relative impacts on team service quality. Considering membership dynamics and consequences between members, a field experiment was conducted in a cafeteria, with data collected through a working diary for workplace resources and a customer survey to evaluate service quality. Results suggest that efficacy-resources in self-managing teams should be controlled with caution as they may adversely affect team service quality. Supporting the person-situation interactionism perspective, workplace resources interact dynamically with individual employees and with situations. Esteem-resources were found to increase team service quality, while team-member exchange not only improved team service quality but also moderated the impact of esteem-resources on team service quality.
Link: http://dx.doi.org/10.1080/02642069.2018.1426751 [Google]
Anić, I.-D., M. Mihić and I. Kursan Milaković (2018): Antecedents and outcomes of fashion innovativeness in retailing, Service Industries Journal, 38(43353), pp.543-560
Challenging market conditions force the fashion industry to find new ways of introducing new products, adjusting and stimulating unplanned purchases within fashion stores. Fashion innovativeness and visual merchandising play a key role in this challenge. This study examines how fashion innovativeness is related to motivational factors for shopping and actual unplanned purchases in fashion retailing. It also investigates the moderating effect of visual merchandising on the relationship between fashion innovativeness and unplanned purchases. The data, obtained through a consumer survey, were analysed using factor analyses and structural equation modelling. The results show that fashion innovativeness is positively affected by sexual attraction, shopping for recreation, recognition enhancement, and aesthetic expression, and positively influences unplanned purchases. The link between fashion innovativeness and unplanned purchases is moderated by visual merchandising. This study also provides recommendations for retailers on increasing unplanned purchases in their stores using the concept of fashion innovativeness.
Link: http://dx.doi.org/10.1080/02642069.2017.1408799 [Google]
